Customer Support Representative

Customer Support Representative

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company's Most Innovative Companies.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

Schedules and Time-Off:

Our Customer Support team operates 24 hours a day, 7 days a week, 365 days a year to ensure continuous assistance for our customers. Team members are expected to maintain a flexible schedule that supports coverage across day, evening, and overnight shifts—including weekends and holidays.

While we strive to provide a consistent 40-hour weekly schedule, business needs may occasionally require shift adjustments to maintain uninterrupted service. We offer a variety of fixed shift blocks to promote predictability and balance.

Shift swaps may be permitted on a limited basis and must receive prior approval from the hiring manager.

Job Description:

In this role, you will be a vital part of our Customer Support team, serving as the first point of contact for customer inquiries, troubleshooting issues, and ensuring a seamless experience across our virtual care services—including urgent care, primary care, mental health counseling, and health coaching.

Responsibilities:

• Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency
• Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution
• Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment
• Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations
• Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI)
• Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud
• Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns
• Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership
• Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

Requirements:

• Solid understanding of medical terminology and basic healthcare operations.
• Familiarity with HIPAA regulations governing the privacy and security of personal health information
• 3–5 years of experience in customer support, technical support, or client services, with a proven ability to deliver exceptional service
• Prior experience in a call center or medical office setting is preferred
• Strong verbal and written communication skills, with the ability to convey information clearly and empathetically
• Excellent organizational and interpersonal skills, with a collaborative mindset
• Demonstrated ability to work independently in a remote, deadline-driven environment
• Advanced proficiency in Microsoft Office Suite
• Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud, is preferred
• Proficiency in managing support tickets and navigating complex customer interactions
• Analytical and detail-oriented, with a problem-solving mindset
• Completion of some college coursework is a plus.
• Bilingual proficiency in Spanish is a plus.

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.